The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
What you'll do
Own a portfolio of trading product domains, including support contact rate: reduction targets, launch readiness, and performance scorecards across approximately half of the global trading CX scope
Lead the high net worth CX program end-to-end, defining segment strategy,: retention priorities, the service model, and the cross-functional operating model spanning Sales, Concierge, Compliance/Risk, and Trading product
Set program strategy and prioritization frameworks for ambiguous, high-stakes: problems, influencing Director+ stakeholders to align on tradeoffs, resources, and sequencing
Build and execute a multi-quarter improvement roadmap that combines: in-product fixes with CX-owned improvements through automation, help center content, and proactive support to reduce top contact drivers
Execute CX readiness for Tier 1 trading launches, coordinating across: Product, WFM, L&D, and Tooling, then measuring post-launch impact on CSAT, contact volume, and adoption
Partner with Trading product teams through regular operational reviews that: surface voice-of-customer themes, quantify business impact, and close performance gaps with executive-ready reporting
What they're looking for
- + years in program management, CX, or product operations, with 5+ years in a: trading, brokerage, or financial services environment
- Proven track record owning a high-value customer segment or business-critical: program where retention, revenue, or market share were explicit success metrics
- Demonstrated ability to define strategy and lead complex cross-functional: programs spanning 5+ teams (including Sales, Compliance, and BPO partners) with measurable business outcomes
- Experience influencing Director+ stakeholders, negotiating priorities across: competing initiatives, and driving alignment without direct authority
